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- Tasks: Join us to provide top-notch customer service and support our E-commerce operations.
- Company: Emilia Wickstead is a fast-growing luxury fashion brand known for its exceptional service.
- Benefits: Enjoy flexible working options and the chance to grow in a dynamic environment.
- Why this job: Be part of a passionate team, enhancing customer experiences in the luxury fashion world.
- Qualifications: Impeccable English skills and a passion for customer service are essential; experience with Shopify is a plus.
- Other info: This role offers a unique opportunity to develop your career in E-commerce.
The predicted salary is between 28800 - 43200 £ per year.
Champion the Emilia Wickstead service offering, providing exceptional customer service; advocating the online experience. Working alongside the E-commerce Manager to support our customers from the moment they arrive on the website, throughout the order process and beyond. We are looking for a proactive individual who is looking to develop a career in E-commerce with a fast-growing luxury fashion brand.
CUSTOMER SERVICE
- Answer all incoming customer care queries in a timely and engaging manner via email, WhatsApp, phone and Instagram.
- Be responsible for LiveChat, effectively and efficiently managing visitor enquiries offering support across the range of Emilia Wickstead products and services.
- Ensure that customer requests are responded to and recorded in line with company guidelines and tone-of-voice.
- Build and maintain online customer relationships offering a personal service that inspires brand loyalty.
- Administrate and oversee internal stock movements across store and dispatch centres ensuring the orders are processed within optimal timelines.
- Become an authority in Emilia Wickstead product offering; advising clients based on in-depth product knowledge.
- Advocate for online clients ensuring that internal teams are accountable for their part in the customer journey.
- Coordinate with internal teams regarding Made To Order and bespoke requests.
- Administrate and oversee the returns process ensuring refunds and stock processes are adhered to.
- Resolve customer issues in a timely and supportive manner.
- Provide customer sales after-care, ensuring that customer feedback is recorded and acted upon so that we continually improve the Emilia Wickstead customer journey.
- Report on customer issues and product feedback to the wider team.
- Be responsible for customer experience on marketplace platforms ensuring that orders are processed in a timely manner in line with partner brand requirements.
- Liaise with warehouse and store regarding stock availability ensuring the orders are shipped within the shipment deadlines.
- Liaise with couriers to mitigate any potential delays or service disruptions.
- Responsible for courier administration ensuring that customs and clearance requests are dealt with in line with courier deadlines.
- Support with dispatch during peak periods.
- Compile weekly customer feedback reports, flagging any issues.
ECOMMERCE
- Ensure that the Emilia Wickstead website is frequently updated in line with product focuses and deliveries.
- Be responsible for product enrichment working with internal teams to ensure product data is accurate.
- Support with product loading and merchandising, ensuring products are tagged in line with merchandising rules.
- Support E-Commerce manager with E-Commerce shoot organisation and production.
- Manage flat-shot/ghost mannequin photography ensuring that product photography is completed in a timely manner, optimising stock saleability.
- Support with online CRM, building out customer groupings and segments.
- Carry out site walk-throughs noting points of friction, product detail accuracy, and making modifications to improve site performance.
Requirements:
- Impeccable written and spoken English.
- A passion for customer service and logistics.
- An enthusiastic and positive attitude with the willingness to learn.
- Dedication to offering exceptional customer experience.
- Excel/Google Sheets skills preferable.
- Basic experience using Shopify platform.
- Flexibility to work from both our Head Office and store in Sloane Street.
- Be an active and positive contributor to the team, always willing to represent the online trading team and be prepared to go the extra mile.
Please state salary expectations and notice period. You must have the right to work without restriction in the UK. Please note that if you do not hear back within 2 weeks, unfortunately you have not been successful.
Ecommerce Customer Care and Ecommerce Coordinator employer: Emilia Wickstead
Contact Detail:
Emilia Wickstead Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ecommerce Customer Care and Ecommerce Coordinator
✨Tip Number 1
Familiarise yourself with the Emilia Wickstead brand and its product offerings. Understanding the luxury fashion market and the specific products will help you engage more effectively with customers and demonstrate your passion for the brand during any interactions.
✨Tip Number 2
Practice your customer service skills by role-playing different scenarios. This will prepare you for handling various customer queries and issues, ensuring you can respond in a timely and supportive manner, which is crucial for this role.
✨Tip Number 3
Get comfortable with using e-commerce platforms like Shopify. Since basic experience with Shopify is preferred, familiarising yourself with its features will give you an edge and show your commitment to learning the tools necessary for the job.
✨Tip Number 4
Network with professionals in the e-commerce and luxury fashion sectors. Engaging with others in the industry can provide insights into best practices and may even lead to valuable connections that could support your application process.
We think you need these skills to ace Ecommerce Customer Care and Ecommerce Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and e-commerce. Emphasise any roles where you've managed customer queries or worked with online platforms, especially if you have experience with Shopify.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and the luxury fashion industry. Mention specific examples of how you've provided exceptional service in previous roles and express your enthusiasm for the position at Emilia Wickstead.
Showcase Your Communication Skills: Since impeccable written and spoken English is a requirement, ensure your application is free from grammatical errors. Use clear and engaging language to demonstrate your communication skills throughout your CV and cover letter.
Highlight Your Team Spirit: Emphasise your ability to work collaboratively within a team. Provide examples of how you've contributed positively to team dynamics in past roles, as this position requires someone who can represent the online trading team effectively.
How to prepare for a job interview at Emilia Wickstead
✨Showcase Your Customer Service Skills
Since the role focuses heavily on customer care, be prepared to discuss your previous experiences in customer service. Share specific examples of how you've handled difficult situations or gone above and beyond for a customer.
✨Demonstrate Product Knowledge
Familiarise yourself with Emilia Wickstead's product offerings before the interview. Being able to speak knowledgeably about their products will show your enthusiasm for the brand and your commitment to providing excellent service.
✨Highlight Your E-commerce Experience
If you have experience with e-commerce platforms like Shopify, make sure to mention it. Discuss any relevant skills you have, such as managing online inventories or understanding customer journeys in an online shopping context.
✨Prepare Questions About the Role
Think of insightful questions to ask during the interview. This could include inquiries about team dynamics, the company's approach to customer feedback, or how they measure success in the customer care department. It shows your genuine interest in the position.